Oracle Hiring Support Engineer 1 in Bengaluru | Technical Support Jobs

Role Overview

This role is the first point of contact for customers, handling inquiries by phone or electronic channels. You will troubleshoot and resolve simple issues with assigned Oracle products, working alongside more experienced peers on routine design, reliability, and maintenance problems.

You will keep service request and product documentation up to date and learn to write Knowledge Base articles and troubleshooting guides. You will also support internal teams and stakeholders on varied customer situations, and begin using automation and tools (such as A.I. assistance) to find root causes of common issues.

Key Responsibilities

Customer Support and Advocacy

• Act as a point of contact for customers and help build customer relationships through phone, electronic, or in-person channels.
• Answer technical questions and resolve simple issues related to assigned Oracle products.

Technical Problem-Solving and Resolution

• Research, recreate, and test reported technical issues in your product area with minimal guidance to identify a resolution.
• Follow up with customers on service requests to confirm resolution, and escalate complex issues to the appropriate technical teams.
• Report design, reliability, and maintenance problems or bugs to more experienced peers.

Technical Support Documentation

• Document activities on service requests and product documentation through resolution.
• Learn to prepare troubleshooting guides and Knowledge Base articles for resolved issues.

Technical Proficiency and Improvement

• Build a deeper understanding of the assigned Oracle product ecosystem and customer environments.
• Use automation and tooling to find root causes of common issues.
• Identify possible enhancements to support processes, workflows, guidelines, and best practices based on customer feedback and operational insights.

Performance and Core Responsibilities

• Monitor your own support service performance metrics with some guidance.
• Provide oral and verbal translation services for technical and non-technical inquiries, with guidance, as needed.
• Complete assigned tasks on schedule, prioritize work, and adjust to changes in resources or timelines under supervision.
• Collaborate with team members, build a basic understanding of stakeholder and customer needs, and escalate issues to senior team members.
• Learn new skills and tools aligned with industry trends, and take part in training.
• Find ways to improve the efficiency and effectiveness of processes, protocols, and workflows.